Desktop Support Technician

Desktop Support Technician – Denver

Department: SG&A

Reports To: IT Manager

Employment Status: Non-Exempt, Hourly

Primary

Location:

Denver, CO (Onsite)

Compensation: $28–$35 per Hour

Compensation

Note:

Salary determined based on skills and experience and equity with other employees in similar role.

The Service Desk Technician provides frontline and remote technical support to end-users, resolving common and moderate hardware, software, and network issues while delivering exceptional customer service. Responsibilities include diagnosing and resolving problems, escalating complex issues, managing service requests, documenting solutions, and contributing to service desk process improvements.

• Respond to all user requests via emails, phone calls, customer portal, and foot traffic
  • Create, manage, and work all ticket requests in the JIRA IT ticket management system
• Resolve all level one and some level two IT related issues
• Escalate unresolved issues to senior IT support
• Coordinate and follow‑up on all tickets for all levels of support
• Provide detailed information regarding solution of all tickets serviced
• Add recurring issue resolutions to the IT knowledge base
  • Install, maintain, and troubleshoot all software and application related issues
• Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers
• Create, deploy, and manage desktop and laptop images
• Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login)
• Coordinate the creation of all new user accounts
• Assist users with managing all user accounts
• Inventory all on‑hand hardware and software
• Physically inventory all hardware annually
• Weekly inventory of all software
• Maintain records of hardware and equipment in the asset management database (CMDB)
• Assist with special projects as deemed necessary
• Worksite location may vary depending on business needs (onsite vs remote)

• High school diploma or GED equivalent.
• Accustomed to working in a fast paced and changing environment.
• Deadline driven, self‑motivated, and technically savvy.
• Excellent verbal and written communication skills.
• Superior time management skills.
• Strong attention to detail.
• Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities.
• Critical thinking skills: make assessments and provide solutions to problems.
• Superior customer service. Dedication to providing customers “White Glove Service.”

• Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones)
• General networking (TCP/IP, DNS, and WINS)
• MacOS and Linux/Unix experience (preferred but not necessary)
• Android and iOS experience (preferred but not necessary)
• MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications
• Experience performing virus removal in applications such as malware

• Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred.
• ITIL training preferred.

Competitive compensation, health benefits, wellness resources, 401(k) retirement planning, and employee recognition and leadership development programs. Options may vary by geographic location.